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8/8/2019 Infrastructure Mgmt Services
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E f f e c t i v e
p r o c e s s - d r i v e n
S e r v i c e S u p p o r t
E f f e c t i v e
p r o c e s s - d r i v e n
S e r v i c e S u p p o r t
I T I N F R A S T R U C T U R E M A N A G E M E N T S E R V I C E S
8/8/2019 Infrastructure Mgmt Services
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F R O N T I E R B U S I N E S S S Y S T E M S
ITIL BASED SERVICE SUPPORT
Effective process driven Service Support
Frontier has ITIL trained Service Delivery sta
and follows ITIL best practices for Service Supp
and Service delivery. Incident and proble
management processes are defined to follow t
contours of the ITIL framework. You kno
upfront, the scope of each service, the serv
deliverables, SLAs, problem resolution metho
recommended, escalation matrices and repo
that will be submitted. Our services are tailored
meet the unique service support requirements
customers.
Service Desk
Desktop, Workstations and laptopsupport
Server Administration
Network management
Network Security
Storage Management
Asset Management/Configurationmanagement
Inventory audit
Database Administration
Vendor Management
Document management
L1 Application support
Processes and operations based on ITIL best practices
Hardware, vendor management, Desktop OS (Windows, Linux, Solaris) and office productivityapplications, email clients.
Hardware and vendor management. Network OS Windows server, UNIX -AIX, Linux, Solaris
Administration and support for Exchange, Lotus Notes, Sendmail etc.
LAN, WAN, VOIP
Antivirus, Antispam, Firewall, UTM/IDS/IPS, VPN, RSA, PKI
SAN, NAS, Veritas, Tivoli etc
Hardware & software. Add/Move/Change. CMDB
IT infrastructure inventory audits (Hardware, software, networking equipment, UPS etc)
Database administration for Oracle, MS SQL, Sybase
Vendor management for problem resolution and warranty execution
Support document management SLAs, contracts etc
Support for customer applications post training on application
Frontier Business Systems has over a decade of experience in design, delivery, deployment and support of complex
infrastructure environments. Frontier's engineers have an extensive portfolio of technical skills. The experience a
skills span multiple products, technologies, vendors and platforms. The depth of technical skills ensures that IT inciden
are handled efficiently and effectively. With a well structured escalation matrix that maps onto high levels of skil
Frontier ensures high quality of service, and very high levels of availability of the IT infrastructure.
Frontier has the knowledge, experience and portfolio of skills and services to manage complex and enterprise
infrastructure environments.
ITIL - Process
Services Portfolio
Server
Administration
Services
Server
Administration
Services
Storage
Management
Services
Storage
Management
Services
Security
Management
Services
Security
Management
Services
Help desk /
Service desk
Services
Help desk /
Service desk
Services
Desktop
Services
Desktop
Services
Messaging
Services
Messaging
Services
Database
Administration
Services
Database
Administration
Services
Networking
Services
Networking
Services
I T I N F R A S T R U C T U R E M A N A G E M E N T S E R V I C E S
8/8/2019 Infrastructure Mgmt Services
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Multi- Level Service Offering
Frontier offers several modes of engagement depending on client
requirements.
lResource Augmentation
lSLA Based service
l
Remote Infrastructure Management
R O I
Time
ResourceAugmentation
SLA-basedServices
RemoteServices
Benefits of implementing SLA based services
lIncreased returns on investment in
infrastructure expenditures.lReduced failures - Our Program Manag
constant interaction from the inception with t
business user in planning, designin
procurement and implementing helps in fuunderstanding the needs from the beginning a
they are 'part of the solution', rather than 'part
the problem'.
Remote Infrastructure Management
As an organization's ITSM matures, Remote Infrastruct
Management is a model that organizations
increasingly turning to as the next step in optimizing
infrastructure investments. While the costs come dow
SLAs ensure high uptime. An added benefit is thheightened security consciousness actually results in m
systematic and process driven management practices.
Benefits of implementing RIM based delivery service
lIncreased returns - By adopting Rem
Infrastructure Model, problems are resolv
pro-actively leading to reduced support co
result ing in tremendous savings a
extending scarce resources.l
Enhanced service quality and business usatisfaction - End users are extrem
happy as most of the problems are fix
remotely and with the least amount of downtimlEnhanced first contact resolutions - A
informat ion about the problem, t
recommended solution and its effectiven
is reported, thereby getting the user to the r i g
person for help which improves t
overall experience and the first call resolut
rate.lContinuous service improvement - Perio
reviews provide insight into its adoption, usa
and effectiveness. The reports provide a bet
understanding of user's needs and const
improvement of services.
Resource augmentation guarantees Service continuity
Most organizations start their outsourcing with simple Resource
augmentation. Utilizing this service gives organizations the
guarantee of Service continuity, since the Service Provider's
contract typically includes back-up clauses. You are relieved of
service discontinuity issues arising out of attrition.
Frontier has a very successful track record in providing Resource
Augmentation services. We have a pool of highly skilled resources
across all IT infrastructure domains - Desktops, Servers, Network,
Storage and Power. The back office processes ensure that every
site has a deployable and well structured resource back-up plan.
SLA based delivery
Frontier has been offering SLA based Infrastructure Management
services to several customers. Our SLA based offering removes
the uncertainty out of the clients IT Service continuity,
guaranteeing high uptime, and low MTBF.
Frontier has an in-depth understanding of IT infrastructure
developed over a decade of experience in design, deployment
and management of enterprise IT infrastructure. We have
Program managers who are sensitive to client requirements and
place high levels of commitment to meeting SLAs optimising
availability, security and continuity.
I T I L P r o c e s s e s
I T I N F R A S T R U C T U R E M A N A G E M E N T S E R V I C E S
F R O N T I E R B U S I N E S S S Y S T E M S
8/8/2019 Infrastructure Mgmt Services
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C l i e n t ’ s I T T e a m
DB Team
Server,
Network &
Storage TeamHelpdesk Team
PMOSenior Leadership from Frontier
(Sales Head, A/c Manager, Subject Matter experts, Delivery Head)
HR
Transition
QA/QMS/
ITIL
Training
S e r v i c e D e l i v e r y
M a n a g e r
Structured Service Delivery
Frontier has a well defined delivery processes and delivery organization. Service Support from the Project Management office
is backed by a skilled team of program managers. Escalations map into the PMO and has a clear client engagement model.
With a well defined set of Infrastructure Managem
Services, a good understanding and delivery of B
Practices based IT Service Management, deployment
process automation tools and a deep customer foc
Frontier is well positioned to deliver high quality servi
maximizing your IT infrastructure uptime and ROI.
Contact us today for more details on Infrastructu
Management Services
Email : [email protected]
Mob: 98448 44253
Tel: 91-80-
Fax: 91-80-
44229191
44229192
Why Frontier for IT Infrastructure Management?
lOver a decade of experience in design, delivery and
support of enterprise IT environmentslITIL trained and certified IT Service Management teamlSkilled and experienced resourceslExperience in multi-location supportlClearly defined management structures towards high
quality service deliverylProcess documentation and compliancelHighly flexible and scalablelCustomized service offerings depending on unique
customer needslCustomer focused and Service Partners to all major IT
vendorslStrong employee orientation and high employee
retention rateslContinuing and substantial investments on technical
training and management developmentlInvestments on POCs and technical labs to ensure high
engineer skillslWell defined Escalation mechanism that addresses
operational and technical issueslLarge pool of experienced, qualified and certified
engineers to fall back on in emergency situations and
ensure Service Continuity
F R O N T I E R B U S I N E S S S Y S T E M S
I T I N F R A S T R U C T U R E M A N A G E M E N T S E R V I C E S
8/8/2019 Infrastructure Mgmt Services
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F R O N T I E R B U S I N E S S S Y S T E M S
Frontier - A brief profile
Frontier Business Systems (P) Ltd., established in 1994, had sales of over USD $ 50 M in 2008. Over 525 skilled andexperienced professionals work with Frontier across different business units and geographic locations. Headquartered inBangalore, Frontier has Regional offices in Chennai, Hyderabad, Mumbai, Delhi, Cochin and many Tier-2 cities, besidessupport locations across the country, thereby ensuring a pan India presence.
Frontier has invested considerably in automating its internal business processes and maintains a state-of-the-art IT
infrastructure setup for operational effectiveness.
FRONTIER - A SINGLE WINDOW TO COMPREHENSIVE IT INFRASTRUCTURE SOLUTIONS AND SERVICES
Frontier offers the complete range of solutions and services required in enterprise IT environments. We are organized intoStrategic Business units that ensures breadth and depth in all our offerings.
SBU's Solutions: Enterprise computing, Networking, Virtualization and Application delivery, Personal computing andPower solutions.
SBU's Services: Infrastructure Management Services, Information Security Consulting, Virtualization Consulting,Infrastructure Consulting, Strategic Outsourcing
Industry recognition:
Dataquest:Solution Provider Silver Award.
Dataquest:Most Influential Partners in India
Indian Express: Best System integrator
Principal Awards: Multiple awards year on year
Frontier Business Systems Pvt Ltd#3 Wood Street, Bangalore - 560 025.
Ph: 080 - 44229191 Fax: 080 - 44229192 Email: [email protected]
ChennaiPh: 044 - 44229191Fax: 044 - 44229192
HyderabadPh : 040 - 44229191Fax: 040 - 44229192
CochinPh : 0484 - 4014562Fax: 0484 - 4014559
MumbaiPh: 022 - 44229191
022- 44229192Fax: